The top 3 reasons why retailers invest in improving customer experience
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Chapter 2
Why focus on Customer experience?
As a retailer, improving the experience for your customers is the best way to retain their business and increase sales.
86% of buyers will pay more for a better customer experience.
42%
Improve customer retention
33%
Improve customer satisfaction
32%
Increase cross-selling and up-selling*
Mobile experience matters
Native mobile experiences are essential to providing a connected retail experience.
66%
of customers who like a brand are disappointed if their mobile site provides a bad experience+
55%
said a frustrating experience on a website damages their opinion of a brand overall
52%
of customers are less likely to engage with a company because of a bad mobile experience
Omni-channel engagement is crucial
Today’s retailers interact with shoppers across many channels, including in-store, online, social media, and contact centres. All of which must be easily accessible from any device.
- By 2020, a customer will manage 85% of the relationship with an enterprise without interacting with a human, according to Gartner.
- Companies that provide a consistent service quality across multiple channels retain 89% of their customers
- Companies that don’t provide a consistent quality are only able to retain 33%
As retailers compete more on the basis of customer experience, it’s paramount for them to ensure consumers receive a personalised and consistent omni-channel service.